
Delivery Manager - Application Support & Production Delivery
Role Summary
The Service Delivery & Change Manager is responsible for ensuring smooth day-to-day support operations, structured execution of change requests, and controlled production releases across client accounts and internal systems. This is a hybrid role requiring a mix of delivery management, technical coordination, stakeholder communication, and operational discipline.
Key Responsibilities
- Oversee day-to-day production support activities across projects or client accounts
- Manage incidents, service requests, and operational issues to ensure timely resolution and SLA compliance
- Coordinate with internal technical teams for troubleshooting, escalation, and closure of support cases
- Maintain support records, trackers, and operational documentation
- Support business users with system-related requests, user access coordination, and issue follow-up where needed
- Manage the complete lifecycle of change requests from requirement gathering to closure
- Coordinate with business stakeholders, clients, and technical teams to define scope, effort, timelines, and priorities
- Ensure proper approvals, documentation, planning, testing, deployment readiness, and closure of all changes
- Coordinate production deployments involving application and database changes
- Support release planning, deployment communication, release notes, and post-release follow-up
- Act as the primary coordination point between clients, business teams, and delivery teams
- Lead or support review meetings, status calls, follow-ups, and issue discussions
- Provide regular updates on support status, change progress, risks, and delivery timelines
- Ensure adherence to internal processes, governance standards, and audit requirements
- Support compliance-related activities, reporting needs, and documentation for management or client review
- Prepare weekly and monthly reports covering incidents, support activities, change requests, deployment status, and team utilization
- Track open items, pending approvals, delivery risks, and recurring support trends
- Support management with structured data for invoicing inputs, audit preparation, and operational analysis
- Contribute to process improvements that strengthen service quality, delivery control, and communication flow
- Manage resource planning, team allocation, leave schedules, and backup coverage to ensure smooth delivery continuity.
- Support onboarding, knowledge transfer, and internal coordination for smooth service continuity
- Identify, support, and help drive AI-led initiatives that improve operational efficiency, service quality, reporting, or delivery processes
Required Skills / Knowledge
- Strong experience in application support, service delivery, change management, or technical project coordination
- Good understanding of incident management, service request handling, and change control processes
- Experience in production release coordination and deployment planning
- Strong stakeholder management and client communication skills
- Ability to work across business, technical, and operational teams
- Strong reporting, documentation, and follow-up discipline
- Familiarity with ticketing tools, release processes, and enterprise support environments
- Good analytical and problem-solving skills
- Ability to manage multiple priorities in a structured and calm manner
- Working knowledge of Java-based enterprise applications, including Spring Framework and Hibernate
- Familiarity with cloud platforms such as AWS
- Basic working knowledge of Linux environments
- Understanding of CI/CD tools and version control platforms such as Jenkins, GitHub, and Bitbucket
- Ability to coordinate effectively with development and DevOps teams on application changes, deployments, and environment-related issues
- Strong interest in emerging technologies and willingness to contribute to AI initiatives within the organization
Preferred Qualifications
- Bachelor’s degree in Engineering, IT, Computer Science, or related field
- 5+ years of relevant experience in service delivery, application support, or technical project management
- Experience in client-facing delivery environments
- Exposure to audit, compliance, or governance-heavy projects is an advantage
- Experience in the Energy sector and/or Ecommerce will be an added advantage

About AgileNinjas Pvt. Ltd./ Deepraj Software Services Pvt. Ltd.
About
At AgileNinjas, we specialize in providing cutting-edge software solutions for the e-commerce logistics and energy sectors, with a focus on seamless system integrations. Our client-centric approach, agility, and expertise in both legacy and modern technologies make us the trusted partner for businesses across Europe and India. We're passionate about driving innovation and delivering results.
Connect with the team
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